Ibe Chinaza Kindness

Ibe Chinaza Kindness Customer Service Representative | Client Support | CRM Specialist Gwarimpa, Abuja, Nigeria |-| - |linkedin.com/in/ibe-chinaza- Summary Customer Service Professional with 5+ years of experience delivering 90%+ first-contact resolution rates and 25% increased retention. Expertise in streamlining workflows, reducing response times by 30%, and maintaining exceptional customer satisfaction scores. Skills ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Relationship Management (CRM) Helpdesk & Ticketing Systems Multichannel Customer Support Conflict Resolution Communication & Interpersonal Skills Data Analysis & Reporting Process Improvement & Optimization Technical Troubleshooting Team Collaboration & Training Work Experience Customer Service Agent, Skylink Ventures | Abuja, Nigeria | January 2024 – January 2025 (Full-time) ●​ Managed high-volume email correspondence, reducing backlog by 30% and improving response time by 20%, which helped maintain a 95%+ customer satisfaction rate. ●​ Streamlined interdepartmental communication by coordinating virtual meetings, reducing resolution time by 25% and increasing cross-team collaboration efficiency. ●​ Achieved a 90% first-contact resolution rate across multiple support channels, enhancing the overall customer journey. ●​ Implemented workflow improvements that reduced response times by 20% and transformed operational efficiency. ●​ Pioneered a customer feedback program, capturing insights from 300+ clients to address key pain points and implemented personalized solutions resulting in a 25% boost in customer lifetime value. Customer Support Representative, Meskana Limited | Abuja, Nigeria | August 2022 – December 2023 (Part-time) ●​ Managed 80+ daily customer calls, resolving 95%+ of issues on the first call and reducing repeat inquiries by 15%, leading to improved customer retention. ●​ Maintained a 4.8/5 customer satisfaction rating and a 99% customer retention rate through effective and actionable solutions. ●​ Reduced complaint resolution time by 30% by partnering with internal teams to analyze customer feedback and optimize workflows. ●​ Conducted training for new hires on handling high-pressure support scenarios, increasing first-contact resolution by 20% and reducing escalations by 30%. Customer Service Representative, Sweet Mama Farms Limited | Abuja, Nigeria | January 2020 – April 2022 (Full-time) ●​ Achieved a 93% first-contact resolution rate by guiding customers through product selection, returns, and troubleshooting. ●​ Increased customer loyalty by 20% through strategic product recommendations that converted inquiries into sales. ●​ Solved service efficiency by reducing checkout assistance wait times by 18% through workflow redesign. ●​ Navigated challenging customer interactions with professionalism and empathy, achieving a 95% resolution success rate and reducing escalations by 30%, leading to higher customer satisfaction. ●​ Spearheaded implementation of a digital support logging system, capturing detailed customer interaction data; this led to the creation of two new service policies reducing escalations by 20%. This also enhanced first-contact resolution. Education Higher National Diploma (HND) | Dorben Polytechnic, Abuja, Nigeria | 2020 – 2024